Holiday Inn Express & Suites Cleveland West - Westlake by IHG — Hotel in Westlake

I read reviews for at least 2 hours before settling on this Cleveland-area hotel based on the pool, breakfast and most importantly, the room choice. Unfortunately, we were disappointed in all 3 areas. While the staff were pleasant in the moment, the follow-through was mostly missing. I've waited a few days because I wanted to try to just state the facts of what we experienced so that others would benefit.

The biggest let down was, after calling in advance to confirm our reservation and room type the day before, we go to check in at 5pm and they have oversold our room type and there are none left. We were downgraded to a room with a King when we booked the 2 queen suite with sofa bed. we were told we would get a discount for the inconvenience (I didn't ask how much) and that a rollaway cot would be delivered to our room so that my child wouldn't be sleeping on the floor. Fast forward to nearly 10pm, after my husband went down to the lobby 2 separate times...we finally got that cot brought up. My husband was told they didn't know if they had any available after I was explicitly told at check in that one would be delivered to our room. I don't know if you know what it's like to have 2 preteens (boy and girl), but suffice to say this was needlessly stressful as we waited and wondered and waited and waited to know if someone would be sleeping on the floor. Just not cool. Big thumbs down.

There was trouble checking out because of the discount they were trying to apply so I was told I'd receive an email from a manager - and I didn't.

For anyone wondering, the king bed was hard not soft or plush. I always appreciate when other reviews tell you the hardness/softness of the bed- it was harder than we prefer.

The pool area was nice however we had no idea that children are forbidden from using the hot tub (the sign says absolutely no kids under 18 allowed in hot tub). The hot tub is all of our favorite part of the pool area so it was a big let down for us personally, but I'm sure there are tons of adults that will be happy to hear this!

The breakfast. Our family's other most favorite part of the hotel experience was lackluster and underwhelming. Oatmeal unavailable. Pancakes unavailable. No pastries. Several of the condiments were out (I asked and apparently the needed condiments were in some locked storage closet and not available when we went down at 7:45am). The water in the drink machine was out. Unfortunately, I had gone on their website and gotten very excited about the above average breakfast I thought we would get so it was a big let down. They had toast, 2 bagel options, 2 muffin options I think. They had eggs, sausage and biscuits/gravy. They had 3 cereals - I think raisin bran, fruit loops and one other. And then I think they had yogurt, bananas and apples.

The biggest thing that prevents me from rebooking at a hotel is when you don't know what you are going to get. Everyone was nice, but not exactly helpful. They were polite when they were giving us bad news, but delivering the bad news...

Checked into our motel room on Thursday, 24 July 2025 after catching several flights to come out to Ohio. The first thing I noted when I walked in the rooms is you could tell that the beds were made, but the sheets had not been changed from the last guest that stayed in the room as there were Fluid stains on parts of both of the beds absolutely disgusting. The second thing I noticed is that their headboards had scratch marks and holes in them and were torn up? Also want to add that their air conditioning unit was broke and they sent maintenance guy the next day to our room. The problem really never resolved itself. He came twice we were stuck in a room the whole weekend that smelt like pee and wet dog . when we politely asked the Customer Service rep at the front desk if we could be switched to another room they both face lied to us and told us that all the rooms were reserved and they had a full hotel, which is a complete lie because when I asked another Customer Service rep the same thing they told us oh I don’t know why anyone even told you that so we were getting conflicting stories because the Customer Service people at the desk were too lazy to do their job so instead we were stuck in a room that had cum stains on the bed a torn up headboard and a leaking air conditioning unit with water on the floor of the entire time their breakfast bar was OK, but I noticed that some people were greedy and overtaking not leaving hardly any food for anyone else to eat. They were slow to refilling the breakfast bar and then today the day before I leave I noticed that they were having a meeting and the breakfast room and they could be heard talking about their customers flipping awful. I would not recommend this motel to anybody. I will not be coming back to stay here, I was really shocked at how we were treated and honestly, I would like a refund because I felt like our treatment and our stay was awful and the worst Customer Service I’ve ever seen when I contacted the front desk to ask them if a refund would be feasible they left in my face and told me no and I said well we had to stay in a dirty motel room this entire weekend. We had five people in our motel room and the cleaning lady only gave us two towels and my family of five was staying in the room we had to constantly ask the front desk for more towels as we were getting enough towels from the cleaning lady. I noticed when the cleaning lady would come she wouldn’t even take all the garbage out of the room we had to actually go downstairs and take out a lot of our trash because the cleaning lady just didn’t want...

As I was checking in the front desk clerk was very abrupt and business like. I felt like I was talking to a robot. I was asked for ID including my military ID and was told that I booked the wrong class on line and needed to book as a military leisure rate. I have traveled all over the US stayed at Holiday Inn Express hotels and have always booked a military rate. I was told, by the clerk, that the military rate is for active duty only and I was then told that there would be an additional charge added to my reservation. Reluctantly, I agreed and asked to speak with a manager and was told none were there. The clerk was rude, didn't even welcome me as a rewards member and I observed my name wasn't even on a sign posted in the lobby recognizing IHG rewards members currently staying at this hotel. Frankly I was ready to just leave the property and go elsewhere but I was tired and said I would speak with management in the morning. The next morning I spoke with the front desk clerk on duty and I noticed that none of the staff even wore name tags. I was told that no manager was on duty, but the clerk did apologize, gave me 10,000 points for the inconvenience, took notes on everything I shared and I was told that my notes would be passed on to management and I was asked if I wanted them to contact me and I replied yes. I never heard from management. I reminded them again that my name was still missing from the sign posted in the lobby recognizing IHG rewards members currently staying at this hotel. The only saving grace to this stay was the kitchen team member running the breakfast buffet. She was outstanding in customer service and really made my breakfast time very relaxing. She would greet me each morning by name and always asked if I needed...